Customer Support Team Lead — On-Call & Quality

Wing Assistant; Philippines; On-site; PHP 446,000 - 580,000; Full time

Job summary

Wing Assistant is seeking a hands-on Customer Support Team Lead in the Philippines to build and run our first-line support, ensuring fast, high-quality replies and a trusted round-robin routing system for customer inquiries.

You will lead by example, coach reps, manage shifts including evenings and weekends, and collaborate with leadership to continuously improve customer outcomes using dashboards and documented processes.

Qualifications

• 4+ years in customer support/service with leadership or coaching experience.
• Excellent written English and high standards for team communications.
• Proven experience with SLAs, queues, and support metrics.
• Structured, calm coach who maintains standards without micromanaging.
• Decisive in escalations and comfortable presenting to leadership.
• Reliable home internet and a professional remote workspace.

Responsibilities

• Build the shift schedule and on-call rotation covering evenings and weekends.
• Run standups reviewing SLA performance and escalations.
• Onboard and certify new reps; only certify after drills.
• Own weekly quality audit and coaching against results.
• Enforce non-negotiables: every reply has next steps, owner, and time.
• Maintain trust during handoffs between tiers and prevent shadow channels.
• Own the support dashboard and present trends in weekly reviews.
• Update routing playbooks and templates as issues arise.
• Monitor cancellations or issues and surface trends early.

Skills

Customer support

Team leadership

SLA management

Coaching

Escalation handling

Dashboard ownership

Remote work

Tools

HubSpot Service Hub

Freshdesk

Zendesk

Intercom

Job description

Wing Assistant is seeking a hands-on Customer Support Team Lead in the Philippines to build and run our first-line support, ensuring fast, high-quality replies and a trusted round-robin routing system for customer inquiries.

You will lead by example, coach reps, manage shifts including evenings and weekends, and collaborate with leadership to continuously improve customer outcomes using dashboards and documented processes.